Ochatbot® Tattoo Supply Case Study

Ochatbot Increases AOV 19.77% and Reduces
Mobile Support Tickets by 20%

The Challenge

A tattoo supplies company was searching for an effective way to increase its revenues and reduce support tickets on its online Shopify store. The solution had to have a positive ROI and needed to grow as the company scaled products and services.

CBD Hemp Chatbot

The Solution

Ochatbot is an AI chatbot with enhanced ecommerce functions. By engaging the shopper differently depending on where they were in the sales cycle, it reduced the support questions and shortened the sales cycle as well as increasing revenues.

Ochatbot efficiently connected to the company’s Shopify product database allowing customers to search for products; have products recommended to them; view the image, description, and price; and “Add-to-Cart” all inside the chatbot window – shortening the time from searching to purchasing products. Ochatbot quickly learned the in’s and out’s of the tattoo supply industry as well as the company’s policies, promotions, and products making it a knowledgeable salesperson and support agent all in one.

The Result

KPI’s

Ochatbot engaged with customers in a conversation that helped increase a number of KPIs:

  • AOV increased by 19.77%
  • 25% Ochatbot conversion rate: 1 out of every 4 Shoppers that engaged with Ochatbot made a purchase

A/B Test Data

After an A/B test was performed, where Ochatbot was seen by half of the website visitors, it showcased some great results:

  • Contact Us form submissions dropped 20% on mobile
  • Total site revenue increased by 15.4% a month.
  • Conservatively, extrapolating this increase over a year period results in additional revenue over a million dollars.
  • The Ochatbot ROI was over 6000%

What Ochabot’s AI Learned

Ochatbot’s AI realized trends in the conversations shoppers had with the bot and provided AI marketing insights such as:

AI Marketing Insights

  • Some customers were confused about rewards programs; this resulted in having Ochatbot provide more detailed information about redeeming points.
  • Customers inquiring about same-day delivery and placing orders for pickup informed the company of the customer’s strong desire and expectation for products being delivered quickly.

Support and Website Issues

  • Users reporting coupon code issues; Ochatbot gathered the information about the bad coupon codes and offered another code. 
  • Shoppers told Ochatbot they were having issues with checkout; this was reported to the development team immediately and the issue was resolved quickly.
  • Customers asked, “why hasn’t my order shipped yet?”; Ochatbot set the correct expectation of estimated shipping times.
  • There was confusion surrounding shipping policy (“do you ship to Puerto Rico?”); this resulted in adding clearer messaging on the shipping policy page.
  • Customers inquired about repair services, replacement parts, and receiving defective items; Ochatbot handled these issues by sending a ticket to support.
  • Ochatbot discovered missing specifications on a particular product page
  • Users reporting missing items from their order were able to tell Ochatbot and have a support ticket created to remedy the issue.

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